Sales Coordinator at The Pearl Hotel

ST JOE RESORT OPERATIONS LLC•Rosemary Beach, FL

5d•Onsite

About The Position

The purpose of the Group Sales Coordinator is to provide prompt, courteous and efficient handling of all requests for group guest reservations, changes, cancellations, and information about The Pearl Hotel. This role involves maintaining complete knowledge of departmental policies, service procedures, and standards, anticipating guest needs, and maintaining positive guest relations. The coordinator will also monitor and maintain the cleanliness and organization of their work area, and possess comprehensive knowledge of resort facilities, services, hours of operation, guest room details, and group room availability and rates.

Requirements

Sufficient education and literacy are necessary to identify and read product labels and to communicate with guests.
Ability to read, write, speak, understand, and communicate in basic English preferred.
Excellent phone etiquette and verbal communication skills.
Strong computer proficiency and email communication skills.
Detail oriented and thorough.
Ability to remain discreet and respect the privacy of guests.
Ability to perform consistent work to the highest of standards.
Ability to interact with guests in a pleasant friendly way.
Ability to operate computer systems quickly and efficiently.
Basic knowledge of reservation systems.
Basic knowledge of data entry.
Ability to describe and upsell location offers.
Ability to communicate clearly and professionally.
Excellent verbal communication skills.
Excellent written communication skills.
Time management skills.
Ability to work as a team efficiently and effectively.

Nice To Haves

Previous experience in a related field preferred.
Previous hospitality experience preferred.

Responsibilities

Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
Anticipate guests’ needs, respond promptly, and acknowledge all guests, however busy and whatever time of day.
Maintain positive guest relations at all times.
Monitor and maintain cleanliness, sanitation, and organization of assigned work areas.
Maintain complete knowledge of all resort facilities/services, hours of operation, all guest room layouts, bed types, decor, appointments and locations, group room availability for any given day, restricted dates, rates and room types, and all group room rates & billing.
Access all functions of the computer system.
Refer requests for initial booking of group rooms, banquet, meeting, and wedding requests to the Sales Department.
Assist with creating individual files and group masters with designated information for each group booking received from the Sales Department.
Book group reservations against the room block.
Pre-block group rooms where special requests are made.
Input group rooming lists.
Monitor group cut-off dates, rooming list due dates, and room attrition and review with Sales or group contact.
Review no-show reservations and process charges.
Track group no-show reservations and distribute to Sales Department.
Review group resumes and convey all pertinent information in the system to appropriate personnel.
Setup and maintain group reservations rates and billing defaults in property management system.
Monitor and report on group rooms pickup and coordinate with Group Sales to reduce group room blocks, as necessary.
Create group files to include resume and all written correspondence tracking changes.
Build group blocks in property management system including blocks of rooms, group rates & set up billing.
Answer telephone calls within three rings, using correct salutations and professional telephone etiquette.
Process all reservation requests, changes and cancellations received by phone, fax, email & rooming list.
Ascertain callers' needs through open-ended questions.
Obtain all designated information to book a reservation.
Accommodate special requests and designate such in the system.
Access guest history records to best service guests; maintain accurate information in guest history files.
Maximize rates for all reservations.
Assist callers with dining, spa, and golf reservations and amenity orders.
Verify availability.
Suggest alternate dates for sold-out dates.
Explain guarantee and cancellation policies to callers; assign confirmation/cancellation numbers and relay such to callers.
Relay accurate information on transportation arrangements from airport to the resort.
Set up proper billing accounts (i.e., share-withs, room/tax/incidentals, tax exempt, direct/special billing) and process advance deposits.
Verify all reservation information with the caller to ensure accuracy.
Input all manual reservations into the system.
Process confirmation letters.
Must be effective in handling problems in the workplace, including anticipating, preventing, identifying, and solving problems, as necessary.
Must have a positive attitude and have a team mindset.
Ability to work all shifts, including weekends, evenings, and holidays.
Perform any other duties as requested by management.